Helpdesk Operator

BESIX Infra; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading facilities management company is seeking a dedicated Customer Service Representative in Abu Dhabi. You will handle inbound and outbound calls, process customer complaints, and ensure compliance with policies. The position requires at least 2 years of experience in customer service, excellent communication skills in English and Arabic, and proficiency in MS Office. Join us to provide exceptional support while achieving KPIs and meeting customer needs.

Qualifications

• Minimum 2 years of relevant experience in customer service & call centre.
• Experience in Facility Management industry is a plus.
• Excellent oral and written communication skills.

Responsibilities

• Answer inbound calls and log them on CAFM.
• Make outbound calls to process customer complaints.
• Ensure compliance with company policies and procedures.
• Proactively monitor and address outstanding maintenance calls.

Skills

Customer Relationship Management

Excellent communication skills in English & Arabic

Team player

Basic report writing skills

Sound knowledge in MS Office

Ability to negotiate priorities

Education

Graduate in Higher Secondary School

Bachelor's degree

Job description

Responsibilities

• Telephone Handling & Help Desk (CAFM): Answer inbound calls and log them on CAFM. Make outbound calls to process customer complaints. Maintain helpdesk-related documents. Ensure smooth coordination between help desk and operations. Maintain knowledge of helpdesk policies and procedures. Achieve KPIs and support team members. Proactively monitor and address outstanding maintenance calls. Gather feedback from departments and update customers. Coordinate with helpdesk operators. Ensure timely completion of work as per service level agreement. Update and maintain CAFM data. Issue maintenance plans monthly and ensure compliance. Complete task-related data loading on CAFM. Manage helpdesk requests via email, chat, and WhatsApp. Maintain efficient filing systems.
• Ensure compliance with company policies and procedures.
• Participate in special projects and support organizational functioning.
• Undertake additional duties as required for smooth departmental operation.
• Adhere to company policies and procedures.
• Promote and implement equal opportunities policies.
• Comply with safeguarding commitments.
• Manage risk and ensure compliance with health and safety policies.

Qualifications

• Minimum 2 years of relevant experience in customer service & call centre, preferably in Facility Management industry.
• Graduate in Higher Secondary School; Bachelor's degree in any stream is a plus.
• Sound knowledge in MS Office, telephone etiquette, customer services certifications.
• Excellent communication skills in English & Arabic; read & write; basic report writing skills.
• Team player.
• Customer Relationship Management.
• The ability to listen to others, understand and interpret their views, analyze and provide advice/solutions.
• Excellent oral and written communication skills with the ability to communicate effectively with both technical and non-technical staff.
• Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organization.
• Must be able to set and negotiate priorities with the customer & contractors for themselves, and subsequently program workload to achieve results and meet deadlines.
• Able to concentrate and focus on a range of issues.
• Capable of working in a demand-driven service.